Nalley Collision Center Doraville Reviews (%countItem)
Nalley Collision Center Doraville Rating
Address: 2500 The Nalley Way, Atlanta, Georgia, United States, 30360-3144
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Lack of customer service and vehicle repairs not completed properly or timely.
I dropped my car off on 7/17. I did not hear anything from the shop so I reached out on or about 7/24. Ernesto advised that he was still waiting to hear back from Geico for approval. (Why he did not take additional steps to move the process along I don't know) At this time, I contacted Geico to advise them of what Ernesto told me. They advised they had not received anything. I had to do alot of back and forth between and the shop. They were basically playing the blame game. Nalley did not accept accountability on how they could have done better. On 7/31 I contacted the shop and the repairs still had not been started. I spoke with Isaac the manager who was very rude and dismissive. Finally on 8/6 I was contacted and advised that my vehicle was ready for pick up. I went to the shop a few hours later to pick up my car. I noticed that my front right bumper was not aligned correctly. I made Ernesto and Sarah (Front desk) aware. They adjusted it slightly but then Ernesto stated their may be a bracket that needs to be replaced. However, I was never advised of that when was car was dissassembled. He also stated that the tech who was working on my car was not used to working on BMW's. ( I speciifically took my car to this shop because it was bmw certified so I expected someone who was certified on repairing BMW's would work on my car). As I got in my car to leave I noticed my dash was alerting me of malfuntions related to the front bumper and headlamp that they replaced. To make a long story short I did not leave with the vehicle there is addtional work that has to be done and the tech had already left for the day. I am not understading how work is completed but the check to verify everything is reassembled correct and properly working before the vehicle is considered ready for pick up. I wasted time, energy, and gas. I also missed out on making $250 from my part time job. This entire experience has been a huge inconvienence. I will never take my car back to this shop nor will I refer anyone.
At this time, there isn't much that can be done. However, I would like for the bracket to be replaced at no charge and I would like to be compensated for the $250 that I missed out on due to their negligence.
Working with the business to resolve concerns. No further assistance is required.
My 2017 *** was hit on the passenger *** rear door. A previous repair shop stated that they would not use *** products for the repair, and a co-worker suggested that I call Nalley Collision Center. I spoke to *** who said she handled ***claims for the center and stated that they did use OEM parts for leased and financed vehicles. She said I should bring the car there on 1/23/2018 and they could start immediately. The right side of the vehicle had been did-assembled at the previous shop for which they charged me $125, but I was able to drive my car to the Nalley Collision Center which was located in the vicinity on Wed.,1/24/2018. I called Nalley on 1/26/18 to get an estimate of the time it would take to repair. I was unable to speak to *** and was told by the representative that, "It takes 24 to 48 hours to get your car in the system." I did not hear from *** again until 1/31/18 when she emailed the estimate to me stating, "Days to repair=3" *** left a voice message that she'd been out ill but they had to order a part from *** On 2/2, I received a call from *** (receptionist) on 2/1/18 stating my vehicle would be ready for pick up on 2/5/18. To the contrary, *** called and left a message on Friday, 2/2/18, stating the part had arrived and it would be 6 business days for the repair. I called back several times and emailed expressing my confusion but no one responded. Yesterday, I called to express my dissatisfaction with their failure to start the repairs or their lack of honesty. I wanted to pick up my car, but *** told me that my car was "100 percent disassembled because they had to take it apart to see what was wrong with it." He further stated that they were counting the parts to make sure they were accurate, and the repair would take 10 days because it cost 5 thousand dollars" I was enraged. Liberty Mutual issued a check to Nalley Collision Center on 1/31/18, but my car has not been repaired. Manager, ***, was unavailable...
Product_Or_Service: repair 2017 *** passenger ***
Order_Number: Job number:XXXXX
Account_Number: ***claim
Finish the job Complete the job promptly! Discontinue unethical practice of lying to the consumer to get their business then taking unusually long time to finish jobs after collecting the money.
This was communicated on 2/7:
Mrs.,
I understand you have had a bad experience at *** initially and now with us at Nalley. I have went over this repair with the technician and the adviser's, *** and *** I also reached out to ***and expressed your concerns and the repair itself. The vehicle was painted this morning and will go back to the technician to begin the re-assembly of the vehicle. We are on schedule for delivery on Friday 2/9 in the afternoon. This has been confirmed by ***that we are within the repair parameters on this vehicle. The initial 3 day repair that is indicated on the estimate from *** is not a realistic time frame. There are over 36 labor hours of repair to this vehicle that equate to a total of a 10 day repair cycle time. There was also a 7 day part delay from Mini for the doors. During this delay we completed the rest of the necessary dis-assembly required for us to paint the vehicle properly. We also completed the ***repairs during this parts delay as well. I assure you that we have not let this vehicle just sit here while waiting on the doors to arrive. Please understand that our intention is to repair your vehicle as quickly as possible with the highest level of quality possible. I apologize if this was not communicated to you.
Regards,
After communicating this to the customer, I reached out to the insurance carrier. They also, stated that we were well with in our timeline for the completion of this particular repair. As a direct repair facility for this insurance carrier, we are subject to meeting strict time constraints on all repairs for this carrier. Part of this agreement allows the carrier to make payment's associated with the repair estimates and/or supplements throughout the repair process. Please let me know if I can assist any further.
Thank you.
My 2017 *** was hit on the passenger *** rear door. A previous repair shop stated that they would not use *** products for the repair, and a co-worker suggested that I call Nalley Collision Center. I spoke to *** who said she handled ***claims for the center and stated that they did use OEM parts for leased and financed vehicles. She said I should bring the car there on 1/23/2018 and they could start immediately. The right side of the vehicle had been did-assembled at the previous shop for which they charged me $125, but I was able to drive my car to the Nalley Collision Center which was located in the vicinity on Wed.,1/24/2018. I called Nalley on 1/26/18 to get an estimate of the time it would take to repair. I was unable to speak to *** and was told by the representative that, "It takes 24 to 48 hours to get your car in the system." I did not hear from *** again until 1/31/18 when she emailed the estimate to me stating, "Days to repair=3" *** left a voice message that she'd been out ill but they had to order a part from *** On 2/2, I received a call from *** (receptionist) on 2/1/18 stating my vehicle would be ready for pick up on 2/5/18. To the contrary, *** called and left a message on Friday, 2/2/18, stating the part had arrived and it would be 6 business days for the repair. I called back several times and emailed expressing my confusion but no one responded. Yesterday, I called to express my dissatisfaction with their failure to start the repairs or their lack of honesty. I wanted to pick up my car, but *** told me that my car was "100 percent disassembled because they had to take it apart to see what was wrong with it." He further stated that they were counting the parts to make sure they were accurate, and the repair would take 10 days because it cost 5 thousand dollars" I was enraged. Liberty Mutual issued a check to Nalley Collision Center on 1/31/18, but my car has not been repaired. Manager, ***, was unavailable...
Product_Or_Service: repair 2017 *** passenger ***
Order_Number: Job number:XXXXX
Account_Number: ***claim
Finish the job Complete the job promptly! Discontinue unethical practice of lying to the consumer to get their business then taking unusually long time to finish jobs after collecting the money.
This was communicated on 2/7:
Mrs.,
I understand you have had a bad experience at *** initially and now with us at Nalley. I have went over this repair with the technician and the adviser's, *** and *** I also reached out to ***and expressed your concerns and the repair itself. The vehicle was painted this morning and will go back to the technician to begin the re-assembly of the vehicle. We are on schedule for delivery on Friday 2/9 in the afternoon. This has been confirmed by ***that we are within the repair parameters on this vehicle. The initial 3 day repair that is indicated on the estimate from *** is not a realistic time frame. There are over 36 labor hours of repair to this vehicle that equate to a total of a 10 day repair cycle time. There was also a 7 day part delay from Mini for the doors. During this delay we completed the rest of the necessary dis-assembly required for us to paint the vehicle properly. We also completed the ***repairs during this parts delay as well. I assure you that we have not let this vehicle just sit here while waiting on the doors to arrive. Please understand that our intention is to repair your vehicle as quickly as possible with the highest level of quality possible. I apologize if this was not communicated to you.
Regards,
After communicating this to the customer, I reached out to the insurance carrier. They also, stated that we were well with in our timeline for the completion of this particular repair. As a direct repair facility for this insurance carrier, we are subject to meeting strict time constraints on all repairs for this carrier. Part of this agreement allows the carrier to make payment's associated with the repair estimates and/or supplements throughout the repair process. Please let me know if I can assist any further.
Thank you.
My 2017 *** was hit on the passenger *** rear door. A previous repair shop stated that they would not use *** products for the repair, and a co-worker suggested that I call Nalley Collision Center. I spoke to *** who said she handled ***claims for the center and stated that they did use OEM parts for leased and financed vehicles. She said I should bring the car there on 1/23/2018 and they could start immediately. The right side of the vehicle had been did-assembled at the previous shop for which they charged me $125, but I was able to drive my car to the Nalley Collision Center which was located in the vicinity on Wed.,1/24/2018. I called Nalley on 1/26/18 to get an estimate of the time it would take to repair. I was unable to speak to *** and was told by the representative that, "It takes 24 to 48 hours to get your car in the system." I did not hear from *** again until 1/31/18 when she emailed the estimate to me stating, "Days to repair=3" *** left a voice message that she'd been out ill but they had to order a part from *** On 2/2, I received a call from *** (receptionist) on 2/1/18 stating my vehicle would be ready for pick up on 2/5/18. To the contrary, *** called and left a message on Friday, 2/2/18, stating the part had arrived and it would be 6 business days for the repair. I called back several times and emailed expressing my confusion but no one responded. Yesterday, I called to express my dissatisfaction with their failure to start the repairs or their lack of honesty. I wanted to pick up my car, but *** told me that my car was "100 percent disassembled because they had to take it apart to see what was wrong with it." He further stated that they were counting the parts to make sure they were accurate, and the repair would take 10 days because it cost 5 thousand dollars" I was enraged. Liberty Mutual issued a check to Nalley Collision Center on 1/31/18, but my car has not been repaired. Manager, ***, was unavailable...
Product_Or_Service: repair 2017 *** passenger ***
Order_Number: Job number:XXXXX
Account_Number: ***claim
Finish the job Complete the job promptly! Discontinue unethical practice of lying to the consumer to get their business then taking unusually long time to finish jobs after collecting the money.
This was communicated on 2/7:
Mrs.,
I understand you have had a bad experience at *** initially and now with us at Nalley. I have went over this repair with the technician and the adviser's, *** and *** I also reached out to ***and expressed your concerns and the repair itself. The vehicle was painted this morning and will go back to the technician to begin the re-assembly of the vehicle. We are on schedule for delivery on Friday 2/9 in the afternoon. This has been confirmed by ***that we are within the repair parameters on this vehicle. The initial 3 day repair that is indicated on the estimate from *** is not a realistic time frame. There are over 36 labor hours of repair to this vehicle that equate to a total of a 10 day repair cycle time. There was also a 7 day part delay from Mini for the doors. During this delay we completed the rest of the necessary dis-assembly required for us to paint the vehicle properly. We also completed the ***repairs during this parts delay as well. I assure you that we have not let this vehicle just sit here while waiting on the doors to arrive. Please understand that our intention is to repair your vehicle as quickly as possible with the highest level of quality possible. I apologize if this was not communicated to you.
Regards,
After communicating this to the customer, I reached out to the insurance carrier. They also, stated that we were well with in our timeline for the completion of this particular repair. As a direct repair facility for this insurance carrier, we are subject to meeting strict time constraints on all repairs for this carrier. Part of this agreement allows the carrier to make payment's associated with the repair estimates and/or supplements throughout the repair process. Please let me know if I can assist any further.
Thank you.
My 2017 *** was hit on the passenger *** rear door. A previous repair shop stated that they would not use *** products for the repair, and a co-worker suggested that I call Nalley Collision Center. I spoke to *** who said she handled ***claims for the center and stated that they did use OEM parts for leased and financed vehicles. She said I should bring the car there on 1/23/2018 and they could start immediately. The right side of the vehicle had been did-assembled at the previous shop for which they charged me $125, but I was able to drive my car to the Nalley Collision Center which was located in the vicinity on Wed.,1/24/2018. I called Nalley on 1/26/18 to get an estimate of the time it would take to repair. I was unable to speak to *** and was told by the representative that, "It takes 24 to 48 hours to get your car in the system." I did not hear from *** again until 1/31/18 when she emailed the estimate to me stating, "Days to repair=3" *** left a voice message that she'd been out ill but they had to order a part from *** On 2/2, I received a call from *** (receptionist) on 2/1/18 stating my vehicle would be ready for pick up on 2/5/18. To the contrary, *** called and left a message on Friday, 2/2/18, stating the part had arrived and it would be 6 business days for the repair. I called back several times and emailed expressing my confusion but no one responded. Yesterday, I called to express my dissatisfaction with their failure to start the repairs or their lack of honesty. I wanted to pick up my car, but *** told me that my car was "100 percent disassembled because they had to take it apart to see what was wrong with it." He further stated that they were counting the parts to make sure they were accurate, and the repair would take 10 days because it cost 5 thousand dollars" I was enraged. Liberty Mutual issued a check to Nalley Collision Center on 1/31/18, but my car has not been repaired. Manager, ***, was unavailable...
Product_Or_Service: repair 2017 *** passenger ***
Order_Number: Job number:XXXXX
Account_Number: ***claim
Finish the job Complete the job promptly! Discontinue unethical practice of lying to the consumer to get their business then taking unusually long time to finish jobs after collecting the money.
This was communicated on 2/7:
Mrs.,
I understand you have had a bad experience at *** initially and now with us at Nalley. I have went over this repair with the technician and the adviser's, *** and *** I also reached out to ***and expressed your concerns and the repair itself. The vehicle was painted this morning and will go back to the technician to begin the re-assembly of the vehicle. We are on schedule for delivery on Friday 2/9 in the afternoon. This has been confirmed by ***that we are within the repair parameters on this vehicle. The initial 3 day repair that is indicated on the estimate from *** is not a realistic time frame. There are over 36 labor hours of repair to this vehicle that equate to a total of a 10 day repair cycle time. There was also a 7 day part delay from Mini for the doors. During this delay we completed the rest of the necessary dis-assembly required for us to paint the vehicle properly. We also completed the ***repairs during this parts delay as well. I assure you that we have not let this vehicle just sit here while waiting on the doors to arrive. Please understand that our intention is to repair your vehicle as quickly as possible with the highest level of quality possible. I apologize if this was not communicated to you.
Regards,
After communicating this to the customer, I reached out to the insurance carrier. They also, stated that we were well with in our timeline for the completion of this particular repair. As a direct repair facility for this insurance carrier, we are subject to meeting strict time constraints on all repairs for this carrier. Part of this agreement allows the carrier to make payment's associated with the repair estimates and/or supplements throughout the repair process. Please let me know if I can assist any further.
Thank you.
My car was delivered to the body shop on 6/2 for repairs. My insurance adjuster wrote the estimate for the repairs on 6/6. The body shop repair specialist "***" did not send anything back to the *** until 6/16. The car sat on the lot for two weeks because the repair specialist *** said it was raining and he did not want to take up space in the shop until everything was finalized with a supplement that was sent over. I called the body shop everyday between 6/6 and 6/27 trying to figure out what was going on with my car to be told that *** the insurance company is the worse and the adjusters take 5-7 days to even respond to anything. Knowing this is a time sensitive matter and my rental car coverage is only good for 30 days I began calling *** and Nalley Collision Center everyday trying to speed up the process. I received a call from *** on 6/26 stating my rental car will be expired on 6/29 and that they will not cover the cost of a rental due to the fact my car sat without any work or disassembly for two weeks. I then called the shop and spoke with the general manager *** who told me she would not be able to honor a rental or loan vehicle to help me and that I would need to pay money out of pocket for items that *** originally wrote on 6/6 that were used parts. I have played the middle man for the past 30 Days to be left not only with repair cost but no vehicle as well. This shop has been extremely unprofessional and unorganized. I have NEVER experienced this type of customer service with a BMW in 7 years. This has been nothing but a complete nightmare. I would never recommend any one to bring their vehicle to this shop for any type of service or body work. Nalley Collision Center general manager *** stated she would not compensate for additional rental car coverage. All I requested after being major inconvenienced and out of pocket expenses was a loaner vehicle until the repairs are complete. *** realized her team dropped the ball and apologized. However, and apology will not make up for my out of pocket expenses for not having a vehicle.
My car was delivered to the body shop on 6-2 for repairs. My insurance adjuster wrote the estimate for the repairs on 6-6. The body shop repair specialist "Will" did not send anything back to the *** until 6-16. The car sat on the lot for two weeks because the repair specialist Will said it was raining and he did not want to take up space in the shop until everything was finalized with a supplement that was sent over. I called the body shop everyday between 6-6 and 6-27 trying to figure out what was going on with my car to be told that *** the insurance company is the worse and the adjusters take 5-7 days to even respond to anything. Knowing this is a time sensitive matter and my rental car coverage is only good for 30 days I began calling *** and Nalley Collision Center everyday trying to speed up the process. I received a call from *** on 6-26 stating my rental car will be expired on 6-29 and that they will not cover the cost of a rental due to the fact
Product_Or_Service: Collision Repair
Order_Number: Claim # XXXXXXXXXX
Account_Number: XXXXXXXXX
Other (requires explanation) I would like a refund for the days without a vehicle and time my car sat in the lot without service. I am also requesting the work to be complete.
Contact Name and Title: *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
The customers insurance policy will not cover any additional funds towards a rental on this claim.
Our store responded in a timely manner and all upper management has been notified of his requests for a rental car. We do not feel that this should be our responsibility because we have kept him informed during the process as well as his insurance company.
(The consumer indicated he/she DID NOT accept the response from the business.)
My vehicle sat on the lot for two weeks without being serviced. My rental car coverage was for 30 days in which it typically does not take longer than 30 days for a repair. The tech working on my vehilce stated he did not want to move the vehilce into the shop to dissemble until rain stopped. Also, he did not have the space in the shop.
Nalley commitment to the cusotmer is:
"n the unfortunate event of an accident, you deserve to have your vehicle repaired correctly, promptly, and with the highest standards. At Nalley Collision Centers, we won't just treat you with the utmost respect, we'll also take care of any and all of your auto collision, body shop, parts, and car repair needs."
*** responded as well: Dear Mr.,
I reviewed your rental car with a rental liason and from reviewing the time line, the majority of the time that you have been in the rental was time that the shop had your car and no work was being done. Your car was towed to Nalley Collision on 6-2-2017 and sat there until 6/16/2017. And you got not in the rental a few days before 6/2/2017. Unfortunately, *** cannot control the flow of repairs once it reach the body shop as to why it sat the shop for 2 weeks. Our rental policy covers a maximum of 30 days and as a result, 6/29/2017 will be the last day of your rental.
***
Auto Technical Adjuster
Dear Mr. ***, here is the timeline of events on your claim:
1. 5/31/2017: *** set up your rental car reservation
2. 6/2/2017: Field adjuster inspected vehicle
3. 6/2/2017: Your car was towed by *** to Body shop
4. 6/6/2017: You signed body shop's authorization to start repairs
5. 6/16/2017: *** at body shop sent supplement to ***
6. 6/23/2017 *** field appraiser inspected the supplement
7. Policy max on rental is 6/29/2017.
While you were in rental from 5/31/2017 to 6/16/2017, no work was done to your car during that whole period. From 5/31/2017 to 6/6/2017, the shop could not start work on your car without written authorization from you. That means you were in the rental for 17 days prior to your car being accessed. *** is not responsible for what occurred during those 17 days. Your policy covers 30 days of rental from the day that you get into the rental car not from the day work starts on your car. I apologize for any inconvenience you may face. However, the final day of rental coverage will be 6/29/2017 as stated earlier.
You should contact your *** agent if you have further questions about how your Rental Car Coverage works.
*** III
Auto Technical Adjuster
*** Insurance Company
Mailing: ***, ***, ***
Physical Claims MCO Address: ***
XXX-XXX-XXXX
***
I am requesting refund for the days my car sat on the lot and the inconvenience for the days I have to pay for the rental car out of pocket. Its 7/12 and I still do not have my vehicle.
As stated earlier, the collision center has taken all actions possible to resolve this for the customer regarding rental and his repairs in a timely manner. Nalley cannot accept responsibility for the customer's rental at this time.
My car was delivered to the body shop on 6/2 for repairs. My insurance adjuster wrote the estimate for the repairs on 6/6. The body shop repair specialist "***" did not send anything back to the *** until 6/16. The car sat on the lot for two weeks because the repair specialist *** said it was raining and he did not want to take up space in the shop until everything was finalized with a supplement that was sent over. I called the body shop everyday between 6/6 and 6/27 trying to figure out what was going on with my car to be told that *** the insurance company is the worse and the adjusters take 5-7 days to even respond to anything. Knowing this is a time sensitive matter and my rental car coverage is only good for 30 days I began calling *** and Nalley Collision Center everyday trying to speed up the process. I received a call from *** on 6/26 stating my rental car will be expired on 6/29 and that they will not cover the cost of a rental due to the fact my car sat without any work or disassembly for two weeks. I then called the shop and spoke with the general manager *** who told me she would not be able to honor a rental or loan vehicle to help me and that I would need to pay money out of pocket for items that *** originally wrote on 6/6 that were used parts. I have played the middle man for the past 30 Days to be left not only with repair cost but no vehicle as well. This shop has been extremely unprofessional and unorganized. I have NEVER experienced this type of customer service with a BMW in 7 years. This has been nothing but a complete nightmare. I would never recommend any one to bring their vehicle to this shop for any type of service or body work. Nalley Collision Center general manager *** stated she would not compensate for additional rental car coverage. All I requested after being major inconvenienced and out of pocket expenses was a loaner vehicle until the repairs are complete. *** realized her team dropped the ball and apologized. However, and apology will not make up for my out of pocket expenses for not having a vehicle.
My car was delivered to the body shop on 6-2 for repairs. My insurance adjuster wrote the estimate for the repairs on 6-6. The body shop repair specialist "Will" did not send anything back to the *** until 6-16. The car sat on the lot for two weeks because the repair specialist Will said it was raining and he did not want to take up space in the shop until everything was finalized with a supplement that was sent over. I called the body shop everyday between 6-6 and 6-27 trying to figure out what was going on with my car to be told that *** the insurance company is the worse and the adjusters take 5-7 days to even respond to anything. Knowing this is a time sensitive matter and my rental car coverage is only good for 30 days I began calling *** and Nalley Collision Center everyday trying to speed up the process. I received a call from *** on 6-26 stating my rental car will be expired on 6-29 and that they will not cover the cost of a rental due to the fact
Product_Or_Service: Collision Repair
Order_Number: Claim # XXXXXXXXXX
Account_Number: XXXXXXXXX
Other (requires explanation) I would like a refund for the days without a vehicle and time my car sat in the lot without service. I am also requesting the work to be complete.
Contact Name and Title: *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
The customers insurance policy will not cover any additional funds towards a rental on this claim.
Our store responded in a timely manner and all upper management has been notified of his requests for a rental car. We do not feel that this should be our responsibility because we have kept him informed during the process as well as his insurance company.
(The consumer indicated he/she DID NOT accept the response from the business.)
My vehicle sat on the lot for two weeks without being serviced. My rental car coverage was for 30 days in which it typically does not take longer than 30 days for a repair. The tech working on my vehilce stated he did not want to move the vehilce into the shop to dissemble until rain stopped. Also, he did not have the space in the shop.
Nalley commitment to the cusotmer is:
"n the unfortunate event of an accident, you deserve to have your vehicle repaired correctly, promptly, and with the highest standards. At Nalley Collision Centers, we won't just treat you with the utmost respect, we'll also take care of any and all of your auto collision, body shop, parts, and car repair needs."
*** responded as well: Dear Mr.,
I reviewed your rental car with a rental liason and from reviewing the time line, the majority of the time that you have been in the rental was time that the shop had your car and no work was being done. Your car was towed to Nalley Collision on 6-2-2017 and sat there until 6/16/2017. And you got not in the rental a few days before 6/2/2017. Unfortunately, *** cannot control the flow of repairs once it reach the body shop as to why it sat the shop for 2 weeks. Our rental policy covers a maximum of 30 days and as a result, 6/29/2017 will be the last day of your rental.
***
Auto Technical Adjuster
Dear Mr. ***, here is the timeline of events on your claim:
1. 5/31/2017: *** set up your rental car reservation
2. 6/2/2017: Field adjuster inspected vehicle
3. 6/2/2017: Your car was towed by *** to Body shop
4. 6/6/2017: You signed body shop's authorization to start repairs
5. 6/16/2017: *** at body shop sent supplement to ***
6. 6/23/2017 *** field appraiser inspected the supplement
7. Policy max on rental is 6/29/2017.
While you were in rental from 5/31/2017 to 6/16/2017, no work was done to your car during that whole period. From 5/31/2017 to 6/6/2017, the shop could not start work on your car without written authorization from you. That means you were in the rental for 17 days prior to your car being accessed. *** is not responsible for what occurred during those 17 days. Your policy covers 30 days of rental from the day that you get into the rental car not from the day work starts on your car. I apologize for any inconvenience you may face. However, the final day of rental coverage will be 6/29/2017 as stated earlier.
You should contact your *** agent if you have further questions about how your Rental Car Coverage works.
*** III
Auto Technical Adjuster
*** Insurance Company
Mailing: ***, ***, ***
Physical Claims MCO Address: ***
XXX-XXX-XXXX
***
I am requesting refund for the days my car sat on the lot and the inconvenience for the days I have to pay for the rental car out of pocket. Its 7/12 and I still do not have my vehicle.
As stated earlier, the collision center has taken all actions possible to resolve this for the customer regarding rental and his repairs in a timely manner. Nalley cannot accept responsibility for the customer's rental at this time.
My car was delivered to the body shop on 6/2 for repairs. My insurance adjuster wrote the estimate for the repairs on 6/6. The body shop repair specialist "***" did not send anything back to the *** until 6/16. The car sat on the lot for two weeks because the repair specialist *** said it was raining and he did not want to take up space in the shop until everything was finalized with a supplement that was sent over. I called the body shop everyday between 6/6 and 6/27 trying to figure out what was going on with my car to be told that *** the insurance company is the worse and the adjusters take 5-7 days to even respond to anything. Knowing this is a time sensitive matter and my rental car coverage is only good for 30 days I began calling *** and Nalley Collision Center everyday trying to speed up the process. I received a call from *** on 6/26 stating my rental car will be expired on 6/29 and that they will not cover the cost of a rental due to the fact my car sat without any work or disassembly for two weeks. I then called the shop and spoke with the general manager *** who told me she would not be able to honor a rental or loan vehicle to help me and that I would need to pay money out of pocket for items that *** originally wrote on 6/6 that were used parts. I have played the middle man for the past 30 Days to be left not only with repair cost but no vehicle as well. This shop has been extremely unprofessional and unorganized. I have NEVER experienced this type of customer service with a BMW in 7 years. This has been nothing but a complete nightmare. I would never recommend any one to bring their vehicle to this shop for any type of service or body work. Nalley Collision Center general manager *** stated she would not compensate for additional rental car coverage. All I requested after being major inconvenienced and out of pocket expenses was a loaner vehicle until the repairs are complete. *** realized her team dropped the ball and apologized. However, and apology will not make up for my out of pocket expenses for not having a vehicle.
My car was delivered to the body shop on 6-2 for repairs. My insurance adjuster wrote the estimate for the repairs on 6-6. The body shop repair specialist "Will" did not send anything back to the *** until 6-16. The car sat on the lot for two weeks because the repair specialist Will said it was raining and he did not want to take up space in the shop until everything was finalized with a supplement that was sent over. I called the body shop everyday between 6-6 and 6-27 trying to figure out what was going on with my car to be told that *** the insurance company is the worse and the adjusters take 5-7 days to even respond to anything. Knowing this is a time sensitive matter and my rental car coverage is only good for 30 days I began calling *** and Nalley Collision Center everyday trying to speed up the process. I received a call from *** on 6-26 stating my rental car will be expired on 6-29 and that they will not cover the cost of a rental due to the fact
Product_Or_Service: Collision Repair
Order_Number: Claim # XXXXXXXXXX
Account_Number: XXXXXXXXX
Other (requires explanation) I would like a refund for the days without a vehicle and time my car sat in the lot without service. I am also requesting the work to be complete.
Contact Name and Title: *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
The customers insurance policy will not cover any additional funds towards a rental on this claim.
Our store responded in a timely manner and all upper management has been notified of his requests for a rental car. We do not feel that this should be our responsibility because we have kept him informed during the process as well as his insurance company.
(The consumer indicated he/she DID NOT accept the response from the business.)
My vehicle sat on the lot for two weeks without being serviced. My rental car coverage was for 30 days in which it typically does not take longer than 30 days for a repair. The tech working on my vehilce stated he did not want to move the vehilce into the shop to dissemble until rain stopped. Also, he did not have the space in the shop.
Nalley commitment to the cusotmer is:
"n the unfortunate event of an accident, you deserve to have your vehicle repaired correctly, promptly, and with the highest standards. At Nalley Collision Centers, we won't just treat you with the utmost respect, we'll also take care of any and all of your auto collision, body shop, parts, and car repair needs."
*** responded as well: Dear Mr.,
I reviewed your rental car with a rental liason and from reviewing the time line, the majority of the time that you have been in the rental was time that the shop had your car and no work was being done. Your car was towed to Nalley Collision on 6-2-2017 and sat there until 6/16/2017. And you got not in the rental a few days before 6/2/2017. Unfortunately, *** cannot control the flow of repairs once it reach the body shop as to why it sat the shop for 2 weeks. Our rental policy covers a maximum of 30 days and as a result, 6/29/2017 will be the last day of your rental.
***
Auto Technical Adjuster
Dear Mr. ***, here is the timeline of events on your claim:
1. 5/31/2017: *** set up your rental car reservation
2. 6/2/2017: Field adjuster inspected vehicle
3. 6/2/2017: Your car was towed by *** to Body shop
4. 6/6/2017: You signed body shop's authorization to start repairs
5. 6/16/2017: *** at body shop sent supplement to ***
6. 6/23/2017 *** field appraiser inspected the supplement
7. Policy max on rental is 6/29/2017.
While you were in rental from 5/31/2017 to 6/16/2017, no work was done to your car during that whole period. From 5/31/2017 to 6/6/2017, the shop could not start work on your car without written authorization from you. That means you were in the rental for 17 days prior to your car being accessed. *** is not responsible for what occurred during those 17 days. Your policy covers 30 days of rental from the day that you get into the rental car not from the day work starts on your car. I apologize for any inconvenience you may face. However, the final day of rental coverage will be 6/29/2017 as stated earlier.
You should contact your *** agent if you have further questions about how your Rental Car Coverage works.
*** III
Auto Technical Adjuster
*** Insurance Company
Mailing: ***, ***, ***
Physical Claims MCO Address: ***
XXX-XXX-XXXX
***
I am requesting refund for the days my car sat on the lot and the inconvenience for the days I have to pay for the rental car out of pocket. Its 7/12 and I still do not have my vehicle.
As stated earlier, the collision center has taken all actions possible to resolve this for the customer regarding rental and his repairs in a timely manner. Nalley cannot accept responsibility for the customer's rental at this time.
I was involved in a car accident on 03/25/17. Since this was a BMW recommended repair facility, I had my car towed there. There was severe damage to the front left driver side of my vehicle. My first initial attempt to pick up my car was on 05/08/17. When my husband and I examined the car, the repair work was poorly done. My wheel that was damaged from the accident was scraped and they tried to fill in the paint on the door instead of repainting the door. At the time,*** was handling my car and I addressed my concerns with him. He told me they would make the repairs and the car will be ready in a week. The car was not ready in a week and I ended up going back two weeks later. They did not address the poor paint job on the door and the wheel was still scratched. They tried to "repair" my wheel instead of replacing it. *** was no longer there, so I addressed my complaints with their CSR, ***. This was on a Saturday and she assured me that they would correct the problems with my vehicle and my car would be ready by Tuesday. I made SEVERAL phone calls to ***, no response. I left SEVERAL messages, no response. I even left messages with their front desk receptionist,***, and she didn't even return my phone calls! The communication and customer service is HORRIBLE! NOONE followed up with me or gave me any updates on my car. I had to make millions of phone calls to this facility with no response back which COMPLETELY UNACCEPTABLE! The work was horrible and instead of fixing it correctly, they tried to cut corners and do a cheap repair job. When I was finally able to get through, *** told me the paint job was completed but since the wheel could not be repaired, they had to order a new one. I spoke with*** on 06/02/17 who then told me the wheel was supposed to arrive to their shop by 06/06/17. I have been calling all morning to get an updated and no one is answering the phone. My car has been at this collision center since 03/28/17 and is still not repaired.
Other (requires explanation) My car has been at this facility since 03/28/17 and is still not repaired. I have been COMPLETELY inconvenienced by this for the last 60 days. There is no reason my car should still be there, had it been repaired correctly the first time. Because of this, they could have offered some type of incentitive for their poor work and customer service(i.e. some type of credit or offered to replace another tire).
Contact Name and Title: *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@nalleycars.com
I believe that Ms. complaints have been resolved. We did replace the wheel with a new one and corrected the paint work on her car.
I was involved in a car accident on 03/25/17. Since this was a BMW recommended repair facility, I had my car towed there. There was severe damage to the front left driver side of my vehicle. My first initial attempt to pick up my car was on 05/08/17. When my husband and I examined the car, the repair work was poorly done. My wheel that was damaged from the accident was scraped and they tried to fill in the paint on the door instead of repainting the door. At the time,*** was handling my car and I addressed my concerns with him. He told me they would make the repairs and the car will be ready in a week. The car was not ready in a week and I ended up going back two weeks later. They did not address the poor paint job on the door and the wheel was still scratched. They tried to "repair" my wheel instead of replacing it. *** was no longer there, so I addressed my complaints with their CSR, ***. This was on a Saturday and she assured me that they would correct the problems with my vehicle and my car would be ready by Tuesday. I made SEVERAL phone calls to ***, no response. I left SEVERAL messages, no response. I even left messages with their front desk receptionist,***, and she didn't even return my phone calls! The communication and customer service is HORRIBLE! NOONE followed up with me or gave me any updates on my car. I had to make millions of phone calls to this facility with no response back which COMPLETELY UNACCEPTABLE! The work was horrible and instead of fixing it correctly, they tried to cut corners and do a cheap repair job. When I was finally able to get through, *** told me the paint job was completed but since the wheel could not be repaired, they had to order a new one. I spoke with*** on 06/02/17 who then told me the wheel was supposed to arrive to their shop by 06/06/17. I have been calling all morning to get an updated and no one is answering the phone. My car has been at this collision center since 03/28/17 and is still not repaired.
Other (requires explanation) My car has been at this facility since 03/28/17 and is still not repaired. I have been COMPLETELY inconvenienced by this for the last 60 days. There is no reason my car should still be there, had it been repaired correctly the first time. Because of this, they could have offered some type of incentitive for their poor work and customer service(i.e. some type of credit or offered to replace another tire).
Contact Name and Title: *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@nalleycars.com
I believe that Ms. complaints have been resolved. We did replace the wheel with a new one and corrected the paint work on her car.
I was involved in a car accident on 03/25/17. Since this was a BMW recommended repair facility, I had my car towed there. There was severe damage to the front left driver side of my vehicle. My first initial attempt to pick up my car was on 05/08/17. When my husband and I examined the car, the repair work was poorly done. My wheel that was damaged from the accident was scraped and they tried to fill in the paint on the door instead of repainting the door. At the time,*** was handling my car and I addressed my concerns with him. He told me they would make the repairs and the car will be ready in a week. The car was not ready in a week and I ended up going back two weeks later. They did not address the poor paint job on the door and the wheel was still scratched. They tried to "repair" my wheel instead of replacing it. *** was no longer there, so I addressed my complaints with their CSR, ***. This was on a Saturday and she assured me that they would correct the problems with my vehicle and my car would be ready by Tuesday. I made SEVERAL phone calls to ***, no response. I left SEVERAL messages, no response. I even left messages with their front desk receptionist,***, and she didn't even return my phone calls! The communication and customer service is HORRIBLE! NOONE followed up with me or gave me any updates on my car. I had to make millions of phone calls to this facility with no response back which COMPLETELY UNACCEPTABLE! The work was horrible and instead of fixing it correctly, they tried to cut corners and do a cheap repair job. When I was finally able to get through, *** told me the paint job was completed but since the wheel could not be repaired, they had to order a new one. I spoke with*** on 06/02/17 who then told me the wheel was supposed to arrive to their shop by 06/06/17. I have been calling all morning to get an updated and no one is answering the phone. My car has been at this collision center since 03/28/17 and is still not repaired.
Other (requires explanation) My car has been at this facility since 03/28/17 and is still not repaired. I have been COMPLETELY inconvenienced by this for the last 60 days. There is no reason my car should still be there, had it been repaired correctly the first time. Because of this, they could have offered some type of incentitive for their poor work and customer service(i.e. some type of credit or offered to replace another tire).
Contact Name and Title: *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@nalleycars.com
I believe that Ms. complaints have been resolved. We did replace the wheel with a new one and corrected the paint work on her car.